Unable to Open or Download attachment in Outlook while using Salesforce for outlook addin

Knowledge Article Number

000199490

Description

ERROR

When opening an attachment directly from within Outlook you could get an error message saying that it can’t create the file and to that you need check the permissions on the folder you want to save it in.

In most cases the permissions on the folder isn’t the issue but the fact that the folder is “full”. When you open an attachment directly from within Outlook it will first save a copy to a sub folder of the Temporary Internet Files folder.

Cleaning out the folder will solve the issue.

Resolution

To resolve this problem, try the following steps:

STEP 1

Simply Exit Outlook and then make sure that it is not running in the back ground.

You can use the Ctrl-Alt-Del key combination on your keyboard to open the Task Manager and end the OUTLOOK.exe process from the Processes tab if it exist.

STEP 2

Close Salesforce for Outlook (SFO)

Simply right click on the SFO icon in the System Tray at the bottom right corner of your screen and click on Exit

** NOTE THE BELOW INVOLVES USING THE REGISTRY EDITOR**

If you use Registry Editor incorrectly, you may cause serious problems that may require you to reinstall your operating system. See the articlehttp://support.microsoft.com/kb/322756 to backup the registry on your machine or ask one of your IT team members to perform the following tasks

STEP 3

Next we have to find the location of this temporary folder.Unfortunately this is easier said than done. The subfolder name Outlook creates (on installation of Outlook) in the Temporary Internet Files folder is quite random.

In Outlook 2007, 2010 and 2013, this folder is called Content. Outlook and then has a subfolder which is named with 8 random numbers and letters.

In addition, by default, you cannot simply browse to the folder to clean it out. Getting to the Temporary Outlook Folder can still be accomplished in 2 easy steps though: Locating the folder in the registry Editor and then getting to the folder

The folder location is stored in the registry in the following key;

Outlook version

Registry key

Outlook 2007

HKEY_CURRENT_USER\Software\Microsoft\Office\12.0\Outlook\Security

Outlook 2010

HKEY_CURRENT_USER\Software\Microsoft\Office\14.0\Outlook\Security

Outlook 2013

HKEY_CURRENT_USER\Software\Microsoft\Office\15.0\Outlook\Security

To this, open the Registry Editor using the Windows Key + R key combination to open the Run Command window and type in REGEDIT or you can also type in REGEDIT in the Search box (Start | Search box)

STEP 4

In the Registry Editor, navigate to the folder location for your Outlook version using the table above and double click on the OutlookSecureTempFolderand then copy the Value Data field

STEP 5

Navigate to that folder, you can copy paste the path in the Search box or the address bar of any open windows folder or explorer

STEP 6

Delete all of the files in this folder.

STEP 7

Restart Microsoft Outlook and you should be able to open or Save your attachment.